Marks and Spencer Reviews Summary

Store Layout and Design

Pros:

• "The shop is always tidy and easy to navigate."
• "It's a bright and spacious supermarket in the basement, which has always been well stocked whenever I have gone there."
• "This M&S is absolutely massive."
• "A big store with great location, however, I am not a fan of the layout, difficult to find the escalator from one floor to the other."
• "Store as a whole seemed nice, good layout and design and plenty of room to walk and shop."
• "It's quite spacious, so shopping can be a nice experience even on busy days."
• "Very convenient branch, well spaced out shelves, and distancing marks on the floor."

Cons:

• "They are physically designed to keep you inside for as long as possible, poor signage, escalators that make you walk through each floor to ascend to the next etcetera."
• "The wayfinding in here is awful, it feels like a mission just to get to the second floor."
• "Access is not good for pushchair/ wheelchair at the back entrance, lift is nearly always broken."
• "A pretty large store with a slightly unattuattive layout."
• "Only let down by layout which seemed to make moving around difficult with the volume of people."
• "Located in ideal location this one has still got some amazing clothing but the price of the products are way too high and the collections mostly are out of fashion."
• "It's a massive store, we got a little lost trying to navigate."

Customer Service

Pros:

• "Refunds and exchanges couldn't have been lovelier."
• "I complimented her on how neatly she folded everything. She was not rushing, explained everything clearly and was really great to chat with, an all round enjoyable shopping experience."
• "The staff were a bit impersonal, and I had to search for somebody to give me advice multiple times."
• "There's always plenty of staff around and the queues for the tills (both manned and self-service) are always quick."
• "Excellent customer service is always provided in this branch."
• "Such friendly staff, and always a good selection of men's clothes to choose from."
• "The staff are friendly and helpful."

Cons:

• "Sales staff at women's department was rude and very unhelpful."
• "The server was rude and cold and made us feel unwelcome."
• "The WORST customer service! Reserved items for pick up on ground floor - guaranteed by the staff member, when came for collection - send to different floor, reserved items gone missing."
• "Staff in fitting rooms have let me waiting for ages and still didn't show up after having to repeatedly press the bell."
• "We came here to return this suit bought for someone but the Manager name Alan refused and behaved very rude."
• "Workers on women’s floor are unprofessional and rude!"
• "Store staff was extremely rude and did not want to be there basically."

Food and Cafe

Pros:

• "Love this Marks and Sparks... let's ignore the dated clothes and just go downstairs to the food hall where they do hot food.. it looked and smelt delicious."
• "Best part is the food hall - M&S food is always a treat."
• "It has a popular coffee area were people also eat the quality M&S sandwiches they have just bought in this bistro-like atmosphere."
• "The Food Hall in this particular store has a wide range of good quality sandwich/snack items, and fresh sushi."
• "I love the food hall with plenty of choices for those on the go."
• "Great cafe. Great atmosphere."
• "M&S Tuna toastie was yum😋the chips that came with the toastie was thick but properly cooked."

Cons:

• "The Food from M&S food hall is not allowed to dine in its M&S cafe."
• "There's often a long queue and not much space in the seating area."
• "Unfortunately there was only Quorn nuggets for the vegetarian option! Very disappointing!"
• "We then sat down to very very dirty tables, in a dirty environment (floor, chairs, tables, were filthy)."
• "Sad to say cafe staff we're not up to the m&s standard."
• "Went to go to the cafe and there was a poor selection of well.. Anything."
• "The toasties we ordered came undercooked and stale, after one bite we threw them out."

Product Quality and Selection

Pros:

• "Best M&S in London with a wide range of menswear at affordable price."
• "Good selection of high quality clothing, including head to toe outfit for working in the office."
• "The clothing section is filled with a variety of styles for every occasion, with sizes that cater to all."
• "The store has almost everything, from clothes to food, and they're of very good quality."
• "They had a very broad selection of reasonably priced, good quality suits."
• "Great for good quality men's formal suits / shirts/ ties. Good value. Probably the best on the high street."
• "Such a large selection of quality clothing, very nicely arranged and some really good prices."

Cons:

• "Bit hit and miss. Went for a post surgery bra fit arrived early and could not been seen as they had a appointment booked."
• "Not the biggest of stores although it does have quite a bit in it. Had to go elsewhere as they did not carry the full range of colours or sizes."
• "The clothes are dated; [men's stuff] good for attending Job interviews at third rate employers and funerals."
• "Utterly bland, boring clothes unsuitable for anyone under 50, hence why you only see older people in the fashion section."
• "The clothing collection is average."
• "The mens clothes section could be slightly better organised and offer more."
• "Incredibly disappointed that they have removed all their big and tall sizes from their stores."